Contents

1. Introduction and Objectives ..............................................................................................2

1.1. About Emvigo technologies.................................................................................................................2

1.2. Mission................................................................................................................................................2

1.3. Vision Statement.................................................................................................................................2

1.4. Philosophy.......................................................................................................................................... 2

2.0. Customer Overview (Asaak)............................................................................................3

2.1. Asaak Financial Services Requirements…………….….............................................................................3

2.2. PROPOSED SOLUTION – Emvigo’s Freshdesk....................................................................3

2.3. Solution Overview...............................................................................................................................3

2.4. Description..........................................................................................................................................4

2.4.0. Freshdesk support channels............................................................................................................ 6

2.4.1 Inbound calling................................................................................................................................. 6

2.4.2 Outbound calling.............................................................................................................................. 7

3.0. Technical and service capabilities................................................................................... 9

3.1. Technical capabilities ..........................................................................................................................9

3.3. Service Capabilities..............................................................................................................................10

3.2.1. Freshdesk call recorder....................................................................................................................10

3.3. Freshdesk Supervisor Login.................................................................................................................11

3.4. Our KPI ……….......................................................................................................................................13

3.5. Freshdesk reporting ...........................................................................................................................15

4.0. Conclusion......................................................................................................................20

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1. Introduction and Objectives.

1.1 About Emvigo Technologies and BPO Services

Emvigo Technologies & BPO services is a leading technology company with a 360-degree approach to
deliver the latest & quality solutions. We are a global company providing IT solutions, BPO/KPO/ITES
services, widely recognized by clients all over the world as a one-stop-solution serving businesses of
diverse domains and scales. We focus on implementing proper process expertise, capable team,
information technology and analytical capabilities in diverse industries to provide a broad range of
results with foreseeable growth outcomes.

A standout amongst the most proficient BPO developing organizations, we offer easiest and
sophisticated solutions for you.

We also offer Human Resources Consulting and Payroll Management Services, Admin Support Services,
Executive Training, HR Compliance Audits, Contact & Call Centre Services, Sales & Marketing Services
among others. We place top notch candidates into permanent, contract and interim positions.

Emvigo Technologies is located along Mulwana road, industrial area, Uganda with its Headquarters in
India and its corporate office in the United Kingdom, with another branch office located in the UAE.

1.2. Mission.
Building value propositions as a client partner rather than a service provider with the ability to provide
customized delivery solutions based on the requirements and enabling process improvements using
industry benchmarks and standard quality processes.

1.3. Vision Statement.

We aim to become the best globally trusted BPO/KPO. IT/ITES service provider in the African region.

1.4. Philosophy
We pride ourselves in optimal service delivery with excellent kills in development & design.

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2.0. Customer Overview

2.1. Asaak Financial Services

Asaak Financial Services is a for-profit social enterprise formally established in 2016 in Uganda, which
use asset finance, technology, and a customer-centric model to help informal sector entrepreneurs
(MSMEs) dramatically increase their economic trajectory. Since its establishment, Asaak has grown to be
the best for profit social enterprise helping the youth grow their business hence getting increasing their
revenue.

Asaak Financial Services requires a Contact Center Solution for handling customers via multiple
communication channels like inbound calls, outbound calls, social media, and email to simplify the entire
customer interaction management process hence driving up sales.

2.2 Proposed Solution - Emvigo’s Fresh Desk.

Fresh Desk is a new generation 360° call center technology that connects businesses and their
customers worldwide in multimedia, multi-channel call centers that include telephone, voice and social
media, keyboard chat, IVR, e-mail, voice and mail.

Fresh Desk is an online IP-based, call center software which allows customer service representatives
to be located anywhere, and supports high capacity and high availability for the mission critical
applications of service providers and large-scale businesses.

Fresh desk supports pretty useful features for customer engagement, like:

 Omni channel help desk

 Team collaboration
 Artificial intelligence (AI) and Chabot capabilities
 Multi-channel communication management
 Self-service support portal for support agents and customers

2.3. Solution Overview.

The current situation at Asaak Financial Services raises a need to set up an Integrated Contact Center
Solution for handling customers via multiple communication channels as provided by fresh desk to
simplify the entire customer interaction management. The solution provided shall be capable of the
following:

1. Solution to be capable of having multiple interaction mediums like voice, social media (Facebook
Post, Twitter Tweet) to handle queries from all platforms in time.
2. 5 users to work on inbound and outbound voice capabilities along with case management.

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 3. 1 user work on social media (Facebook Post, Twitter Tweet) along with case management.
4. 1 user shall be acting as administrator and supervisor to perform system/ campaign/ user level
configurations and this one shall be covered by Emvigo.
5. The IVR should be configured in 2 languages (English and Luganda). Self-service IVR would not
be required.
6. The solution should be able to route the calls based on the agent’s skill set.
7. The logics of predictive, preview and progressive dialing would be required as a part of the
solution.
8. Voice recording of all the calls which are to be stored in the system for a period of 3 years.
9. Reports showing information related to Call, Agent details reports etc. can be fetched from
Reporting Interface.
10. The solution should be able to provide high availability services.
11. There should be a CTI pop up for the customer details to be populated on the agent’s interface
when a call has landed on the system.

2.4 Description.
Emvigo Technology and BPO services propose to have this project done from our own premises located
at Floor 4 & 5, Aquva House, Mulwana Road, Bugolobi, where we have an over 300 capacity Call center
facility. We shall deploy a Supervisor who will be sharing daily, weekly and monthly reports to the
selected team at Asaak Financial Services.

We shall recruit and deploy a dedicated team to this project. This team shall be obtained from our very
rich database of call center agents who have handled similar assignments for different Companies and
Organizations. For some complex issues, we intend to deploy a well-streamlined escalation matrix
between Emvigo Technologies and Asaak financial Services where these client issues and complaints are
handled swiftly. On top of the daily and weekly reports, we provide you with Real-Time reporting to the
specific select email where you may find this desirable preferably your customer Service manager.

20 Call center agents shall be deployed on a 24hr schedule. Whereas we may have 18 agents handling
the calls and 2 agents on social media, in the first month of operations and depending on call traffic, we
shall be able to establish an appropriate deployment pattern of the agents across the 24hr schedule.

Where the traffic is low, we shall utilize one of the agents to manage social media platforms. Otherwise,
we shall advise if we need to have a dedicated agent for efficient delivery of any Call center project, it is
advisable that every shift should have a supervisor and quality assessor irrespective of the number of
teams in a shift.

We propose on top of the 20 agents to have at least one resident Supervisor, as it is critical for your
operations. As an initial start to the project and indeed as an offer, ESL will provide you a Quality
Assessor as a shared resource.

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Asaak Financial Services shall undertake the training of the team although we shall seek to have a trainer
of trainers so that our trainer can handle future trainings, refreshers and for new joiners.

Fig.1/2. Screenshot of Fresh Desk.

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2.4.0 Fresh Desk Support Channels.
1. Chat support: Enables chat in customer portal by integrating Freshdesk with Freshchat. This can
then convert conversations into tickets.
2. Email support: Converts support emails into tickets.
3. Phone support: Enables phone calls by integrating Freshdesk with Freshcaller. It notifies you
whenever a customer calls. Missed calls get listed as tickets.
4. Twitter support: Enables us add the company’s Twitter handle to Freshdesk. Tweets, direct
messages, and brand mentions get displayed as tickets.
5. Facebook support: Enables us to add company’s Facebook page to Freshdesk so we can respond
to your visitor’s posts and comments. Direct messages, posts, or comments can get listed as
tickets.
6. Website support: Places ticket forms either as a pop-up widget or by embedding it to your
website.

Fig.3. Fresh desk Support Channels.

2.4.1 In Bound calling.

Customer info will display by pop up interface on the Agent Interface for all incoming call from
Customer. Caller call to Toll Free Number, or 0700 XXX XXX, The call Center will play the IVR
announcement welcome and instruction with Language Choice (etc.), and transfer the call to the Agent.

Clients from may call the call center for availing the desired service. Once a call center receives the call
from, it will provide information related to services that Asaak offers like bikes fees, cars fees, loans,
offices location, and other related requests. Interactive Voice Response System (IVRS) connects callers to

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a trained call center agent for personalized assistance. Some of the services and information, which may
be provided through inbound calling, are as follows:

a) Inquiry into requirements for registration/application for a loan.

b) Query resolution on balances in regards to payment
c) Query resolution of the payment procedures
d) Promotion of current incentives and promotions.

Fig.4: Inbound Solution Diagram.

Accelerate
the call

Resolves
Financial
Services

the issue
Asaak

2.4.2. Outbound calling.

Call Center Agent can make a call to a customer from the list in a campaign that was assigned by the
supervisor. The predictive dialer integrated all outbound processes (Telemarketing, Sales, Surveys, and
Collection etc.

Asaak Financial Services may desire to connect with the targeted beneficiaries/ audiences (e.g.
Bodaboda drivers) for various purposes such as:

1. Collections ie reminding those that have not paid their weekly commitments to pay.

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 2. Welcoming new customers/clients.
3. Validation of their payment data in the system.
4. Creating awareness about the various promotional schemes and programs
5. Getting feedback on the services received from the various branches.
6. Validation of the services delivered by the various Asaak agents

Fig. 3. Outbound Solution diagram.

Need info
regarding
our services
Asaak Financial
Services

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3.0. Technical and Service capabilities of Emvigo Technologies.

3.1. Technical Capabilities.

Emvigo boasts a large pool of experienced Agents who have been doing similar assignments for top
companies for more than 5 years and can roll-out projects within just a couple of days once flagged off.

We have an over 300-Seater Call center with the capacity to handle more than 300 Agents in a day.

We are a 24-hour operation; thus, we can guarantee service to your clients should you chose to opt for a
24hr operation.

We at Emvigo also boast of a robust HR team that can undertake headhunting and recruitment of the
very best staff to deliver the tasks end to end in case it's needed.

We can provide an afterhours IVR (Intelligent Voice Response) system with voicemail (In case you don't
opt for 24 hours service) capabilities.

We have a 24-hour network connected system with standby generators in case of any power blackouts.

Fig.4. An Image of a section inside our call center.

3.2. Service capabilities.
Emvigo BPO guarantees the following Service Levels; {Platform uptime = 99% (percentage of hours the
platform is available and usable)

● Calls answered within a threshold of 15 seconds - 98% Service level

● An Average Call Handling (ACH) time of at least 140 seconds
● A 96% First Call Resolution (FCR) rate
● Call answer rate of 97+ %, abandoned rate of below 3%.
● Agent productivity – 98%
● Repeat callers – 4-5 %
● 100% call coding or bucket or ticket.

3.2.1. Freshdesk call recorder.

Freshdesk Contact Center records all incoming and outgoing calls by default. These can easily retrieved
for quality management. Freshdesk voice recorder compresses the voice logs to lower storage
requirements, and archives selected or old calls. Automatic and backup management further free up
administration’s bandwidth to perform other activities than manually backing up all voice records. The
quality teams from Asaak Financial Services can also listen to voice records from the console or a web-
browser (remote access) with various multimedia operations.

Fig 4. A screenshot of a daily system generated report detailing the completion rate.

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3.3. Fresh Desk Supervisor login.

To view Agent activities and performance in real time, Fresh desk provides a strong administration
framework via Supervision interface. Monitor Agents across various campaigns and access vital
information regarding Agent status, call status, call history, dialing configuration, voice settings,
customer interaction, lead management and campaign management in real time.

Listen to voice logs or enter into live interaction via conferencing, snooping, whispering or barging. With
Real-time monitoring, managers can glance at the prevalent call behavior and Agent performance. With
information about key metrics, Fresh desk allows managers to modify campaign configurations, voice
settings or dialing modes thereby improving overall productivity. The Supervisor also controls the
number management functionality and uploads the leads to the system for outbound dialing. The
outbound capabilities include. The data for validation calls will be uploaded onto the software. Pre-
defined filters associated with the callout activity like regions, age grouping, status groupings can be
applied for equal distribution of the calling activity across regions and sub-groupings.

Exclusion management can be enabled which removes specific numbers from the callout in order to
prevent repetitive information sharing. The Supervisor also controls the dialing and can initiate the
dialing by clicking on the Start button on his User Interface. The Agents are also allowed to switch
between Auto Call on and off mode depending on the need to continue or stop receiving the calls
respectively.

Fig5/6. A screenshot of the supervisor’s log in interface.

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Fig7. Agent Interface

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3.4. Our KPI’s achieved so far. (Proven record )

KPI TARGET DETAILS DESCRIPTION

Calls Answered within
The percentage of calls answered
threshold/(Call Offered
Service Level ( SL ) 98% within a predetermined number of
- short calls (=<15
seconds
Secs))
Number of calls
97% of calls are to be handled on a
Call Answer Rate ( CAR ) 97% offered/number of call
daily basis
handled
Abandon rate is the number of calls
Abandoned Rate Calls abandoned /Calls that hang-up before connecting to
<3%
( ABD ) Offered an agent. The daily target or
abandon calls rate is to below 3%
Based on agent leads offered &
Agent active time/login
CSR/Agent Productivity 98% cross functional deployment to
time
utilize idle time
Call center agents are to First
Same Day/Same Contact Resolution (FCR) on 95% or
reason repeat target to more of calls handled. Any
Repeat Callers ( RPT) 4-5%
be maintained at 5% unresolved issue to be immediately
and below escalated within 5 minutes to
immediate support
Average-Talk-Time (ATT) is the
average amount of time agents talk
Average Handle Time is
Average Handling Time to customers. After-Call-Work
140 the combination of
(AHT) - Secs (ACW) is the average amount of
both ATT and ACW
time an agent takes to wrap-up a
call.
Calls resolved on first
Agents to be empowered through
contact vs calls
First Contact Resolution systems and knowledge to be able
96% handled (Calls resolved
(FCR) to resolve 95% or more of contacts
at 1st contact/total call
with the handle time
handled)
Call Coding 100% All agents are required Labels applied to contact records in
to disposition all a contact center to categorize or
contacts handled with

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 appropriate tag as this
guides the business in describe a contact
decision making
Activation of new
Activate in real time as per
New account activation accounts/sales
100% activation process upon receipt
upon receipt of request received at the call
from Trade
center
Paying (customers Paying base EoM (less
served), on next due 98% M0 sales)/Paying base Maintain 98% paying subs
date. ( Retention ) BOM
Winback of non-paying clients
Conversion rate of
Winback from (NPD/Churn), who have called the
NPD/churn callers. 90%
NPD/Churn subs BOM call center on the same or higher
( Retention )
packages
Agents expected to use the
retention knowledge and process
to eliminate agent initiated by
Downgrades per Up/Cross selling
Up/cross selling (package upgrades,
calls/customers served. 0-5 % (package upgrades,
VAS, etc) and escalating to
( Retention ) VAS, etc)
immediate support and retention
leads accounts they are unable to
salvage
Based on agent leads offered &
Agent active time/login
CSR/Agent Productivity 95% cross functional deployment to
time
utilize idle time
Agents expected to meet their
Contact rate 100% Agents contact rate
daily call targets
Agent and team leader All call center staffs are expected to
Attendance 100%
attendance meet the 100% attendance.

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3.5. Fresh Desk Reporting.
Fresh desk pre-integrated cradle-to-grave reporting empowers you to design and generate business-
oriented comprehensive reports relative to process performance, campaign productivity, call details, call
history, user session, workforce and system. Both real-time and historical data can be included in the
reports that can be accessed and processed for analysis purposes. User management, voice log
management, services management, report generation, and other system level features can be
managed by a web-based control panel, as well as an Administrator interface built into the fresh desk
platform.

Real time data will be available at the detail and summary level from the phone system. The ticketing
system. Reports will be generated at Institution and System level. Summary reports by day, week,
month and year will be available.

The reports will include;

1. Number of inquiries for a period of time and source of the inquiry.

2. Number of outbound contacts for a period of time.
3. Number of escalations to the institution for a period of time.
4. Average talk time for the agents.
5. Contact rate per agents and in general.
6. Conversion rate per agent and general.
7. And also other contents that the client might need in a report shall be provided.

Fig 8: EMVIGO FRESH DESK SCREEN SHOTS – REAL TIME.

8.1. Dash board – Summary screen

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8.2. Real time agent and calls report.

8.3. Real time sales report

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8.4. Call forecasting report

F8.5. Main report screen

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8.6. Sample Real Time Reports – Hourly / bi hourly / daily / weekly / monthly.

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Emvigo Technologies and BPO services Proposal for a Contact Center Solution to Asaak Financial
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4.0. Conclusion.
Thank you for giving us the opportunity to present to you our proposal. As an experienced organization
whose core expertise is in this particular field, we would like to give you assurance of not only our
readiness to start on this project but also a pledge to deliver the project effectively and efficiently
addressing the following key issues urgently;

1. Speedy resolution of queries. Any queries sent through via calls or social media will be dealt
with in real time as currently it takes over a week to get a reply on social media.
2. Create a clear tracking record of queries and resolution. This will help address customer
complaints on time.
3. Customer Satisfaction. Customer satisfaction is the goal as it directly or indirectly increases
tourists in the country hence increased tourism revenue.
4. Enforced Quality Assurance
5. Increased Service Level.

Fig.9.

Emvigo Technologies and BPO Services Profile

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